[Remote] Associate Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Total Expert is a customer engagement platform trusted by over 200 financial enterprises, and they are seeking an Associate Customer Success Manager. This role is responsible for managing and growing a portfolio of Tier 4 customers, focusing on customer lifecycle management, driving adoption, satisfaction, retention, and expansion.
Responsibilities
- Own a defined portfolio of Tier 4 customers and serve as their primary point of contact
- Lead onboarding and ensure customers are successfully launched on the Total Expert platform
- Drive product adoption through proactive outreach, training, and best practice guidance
- Conduct account health reviews and develop action plans to improve engagement and outcomes
- Manage renewal conversations and support retention efforts across your portfolio
- Identify growth opportunities within accounts and execute expansion conversations when appropriate
- Monitor customer usage data and engagement trends to proactively address risks
- Document customer interactions, success plans, and outcomes in the Customer Success platform
- Partner cross-functionally with Support, Product, and Sales to advocate for customer needs
- Participate in customer business reviews and performance discussions as appropriate for account tier
Skills
- Strong curiosity and desire to learn Customer Success
- 1–2 years of client-facing experience (support, account coordinator, or similar)
- Excellent communication and organizational skills
- Enthusiasm for technology and financial services
- Ability to collaborate closely with a team and follow structured processes
- Mortgage industry experience preferred
Benefits
- Employee Stock Option Plan
- Medical
- Dental
- Vision
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- Company paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
Company Overview